Integer and combinatorial optimization
Integer and combinatorial optimization
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Modeling and simulation of call centers
WSC '05 Proceedings of the 37th conference on Winter simulation
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This paper deals with the problem of minimizing the staffing cost of a same-day courier company subject to service-level requirements. The problem has been modeled as an integer program with nonlinear probabilistic constraints. We have devised a heuristic procedure to explore the search space efficiently through an approximated neighborhood evaluation (ANE) model, relying on the estimation (via simulation) of a reduced number of parameters. Computational results show that, compared to traditional neighborhood search procedures, the ANE approach provides significant cost reductions in a typical same-day courier setting.